Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience operates. And here they are, the 6 laws of customer experience:
- Every interaction creates a personal reaction.
- People are instinctively self-centered.
- Customer familiarity breeds alignment.
- Unengaged employees don’t create engaged customers.
- Employees do what is measured, incented, and celebrated.
- You can’t fake it.
Jack Welch has said: “Deal with the world as it is, not how you’d like it to be.” When it comes to customer experience, these 6 laws describe how it is.
While some isolated situations may not follow these 6 laws, they accurately describe the dynamics of customer experience for large organizations.
The bottom line: When it comes to the 6 laws of customer experience, ignorance is not a valid defense.